Automate IT Support with a Knowledge-Based Chatbot and Wecom Escalation

This Dify application creates an intelligent IT support chatbot designed to streamline your helpdesk operations. It works by first searching a dedicated knowledge base to answer user queries, then leverages an LLM to provide a conversational response. If a question cannot be answered, the workflow automatically triggers a notification to your Wecom support group via webhook, ensuring no ticket is missed and freeing up your team to focus on complex issues.

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    Workflow Overview

    What is this?

    What is this?

    This is an advanced chat application that serves as a first-line IT support agent. It intelligently answers user questions by searching a connected knowledge base and automatically escalates complex or unanswerable queries to a human support team in a Wecom group chat.
    What problem does it solve?

    What problem does it solve?

    Are your IT support staff constantly bogged down answering the same repetitive questions? This workflow solves that by providing instant, 24/7 answers to common issues, freeing up your skilled technicians to handle critical incidents and complex problems that truly require their expertise.
    What will you get?

    What will you get?

    You will get a fully automated IT helpdesk that reduces manual support workload, provides instant responses to improve user satisfaction, and establishes a seamless escalation path to ensure complex issues receive prompt human attention. This system allows you to scale your support capabilities without proportionally increasing headcount.

    Apps Included

    • DeepSeek Chat Model
    • If
    • Webhook
    • Start

    How to Use

    Prerequisites

    Setup Steps

    1

    Import the Workflow

    Download the YML file for this workflow and import it into your Dify applications dashboard to create a new app.

    2

    Connect Your Knowledge Base

    Navigate to the 'Knowledge Retrieval' node within the workflow. In its settings, select your existing IT support knowledge base from the dropdown menu.

    3

    Configure the LLM Assistant

    Open the 'LLM' node. Review the system prompt and customize the assistant's persona or instructions if needed. Ensure the prompt correctly references the output of the 'Template Transform' node.

    4

    Set Up the Wecom Escalation

    Locate the '发送群消息' (Send Group Message) tool node. In its parameters, paste your Wecom group bot's webhook key into the 'hook_key' field. You can also customize the alert message that gets sent to the group.

    5

    Publish and Test

    Publish the application. Open the chat interface and ask a question you know is in the knowledge base, then ask one you know is not, to verify both the correct response and the Wecom escalation trigger.

    Pro Tips

    1
    To improve accuracy, regularly update your Dify knowledge base with new Q&As and troubleshooting guides from your support team.
    2
    Consider modifying the 'if-else' condition to check for more specific keywords to fine-tune when an issue should be escalated.
    3
    You can replace the Wecom tool node with other notification tools like Slack or Discord by simply swapping the node and configuring its credentials.
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    Information

    • Published date8/15/2025
    • Last updated8/15/2025

    Platform

    Tags

    Scenes
    Difficulty